Andrews S, Croes D
Department of Medicine, Children's Hospital, Boston, USA.
Med Group Manage J. 1999 May-Jun;46(3):36-40, 42-3.
Increasingly, immediate patient service--whether scheduling an appointment or seeing a physician--is a realistic expectation. Smoothing patient access and hitting service targets takes sophisticated planning and a true scientific approach. The department of medicine at Boston's Children's Hospital has taken a new approach to visit management, using a model that could be applied to any practice in any setting. Staff have set up categories of care and guidelines for scheduling, realigning tasks in order to make better use of provider resources and expertise and restructuring associated supporting operations.
越来越多的患者期望能够立即获得服务——无论是预约就诊还是看医生。实现患者就诊流程的顺畅并达到服务目标需要精密的规划和真正科学的方法。波士顿儿童医院的医学部采用了一种新的就诊管理方法，该模型可应用于任何环境下的任何医疗机构。工作人员已设立了护理类别和预约指南，重新调整任务以更好地利用医疗人员的资源和专业知识，并对相关支持操作进行了重组。
